What are BINs?

Bank identification numbers (BINs) are fundamental to payments. They identify the issuing institution for each cardholder account and enable transactions to be properly routed. BINs are currently the first six digits of the account number.

How do I find a Mastercard?

Mastercard has created an online tool to assist in making decisions about which card products are best for you. Alternatively, you can find a list of banks that issue Mastercard cards here.

How do I apply for a Mastercard?

All Mastercard cards are issued and managed by various financial institutions. You will need to apply for your card directly with them. Mastercard has created an online tool to assist in making decisions about which card products are available. Alternatively, you can find a list of banks that issue Mastercard cards here.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. You can reach them using the phone number on the back of your card.

How do I use the ATM locator?

In the ATM locator, enter a city or a postal code. You can further narrow down the list of ATMs by providing a street address and a financial institution’s name, and by checking off any additional criteria you require such as 24-hour access. Click the Search button, and you will be presented with a list of ATMs located near your destination. Click on a specific ATM for further information about its location. Depending on your destination, driving directions and a map may also be available.

Why can’t I locate ATMs in a specific country?

Mastercard receives ATM location information from financial institutions. If an ATM location or a specific country is not listed, then information is not available. We continue to work with financial institutions to provide you with the most up-to-date and accurate ATM location information.

You may want to contact the financial institution that issued your card for assistance concerning ATM locations, personal account withdrawal limits and restrictions, local currency cash advances, currency conversion, exchange rates or other services offered. You will find their contact information on the back of your Mastercard and on your billing statement. You can also visit the financial institution’s website.

I don’t know my password or my personal identification number (PIN). How can I get this information?

For information about your PIN or account, you must contact the financial institution that issues your card. You will find their contact information on the back of your Mastercard and on your billing statement. You can also visit the issuer’s website to manage your account online.

What is the fee for withdrawing money or taking a cash advance from an ATM?

Mastercard does not determine ATM fees. Any fees charged by the ATM owner are disclosed at the time the transaction is initiated. At that time, you are given the option to discontinue the transaction if you do not wish to pay the fees. You should also check with the financial institution that issues your card to determine their ATM fee policies. You can find your issuer’s contact information for your financial institution on the back of your Mastercard and on your billing statement. Or you can visit the issuer’s website.

The ATM wouldn’t accept my card. What should I do?

If you had a problem using an ATM, please contact the bank that issued your card for assistance.

How can I get a list of ATM locations if I don’t have internet access?

The Mastercard ATM network is only a phone call away, giving you access to cash wherever you go.

• United States & Canada: 1-800-424-7787
• Outside the United States & Canada: Get contact numbers

Can I use my prepaid card, gift card or credit card at an ATM?

Yes. You may withdraw cash against the balance on most Mastercard prepaid and gift cards at any ATM. However, not all financial institutions that issue prepaid and gift cards allow ATM or foreign transactions. Be sure to check with your card issuer to ensure that these types of transactions are permitted.

Most Mastercard credit cards also allow you to obtain cash advances at an ATM. You will need a PIN to withdraw cash. You can find your finiancial institution’s contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer’s website.

I forgot the PIN for my ATM card. How can I retrieve it or get a new one?

You must contact the financial institution that issues your card to retrieve or reset your PIN. You can find their contact information on the back of your Mastercard and on your billing statement. 

How can I get a replacement for a lost or stolen Mastercard card?

We’ll help you replace your lost or stolen Mastercard card no matter where you are. Call the Mastercard Assistance Center at 1-800-307-7309 with any card-related need from anywhere in the world.

Get contact numbers.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issues your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center toll-free at 1-800-627-8372 or collect by dialing 1-636-722-7111.

How can I direct my customers to the closest ATM that will let them get cash with their Mastercard?

Mastercard cardholders have access to more than one million ATMs around the world. You can direct your customers to the ATM Locator tool to find the locations nearest them.

Can I pay my billers who accept Mastercard directly from this site?

No. To pay a bill, please visit your biller’s website for instructions on how to provide payment to them.

Do I have to pay a fee for bill payment using a Mastercard?

Mastercard does not charge a fee for bill payment. While most service providers do not charge a fee, be sure to ask if they charge any fees or have any restrictions associated with making a payment using your Mastercard.

How do I pay a bill with a Mastercard?

Please contact your biller to make an electronic payment. Many provide this payment option through their websites or by phone.

How often can I make automatic bill payments, and when do bills get paid?

Automatic bill pay is an arrangement you make with your selected biller or service provider(s), so you will need to contact each directly to arrange payment amounts and scheduling. Each biller has its own procedure for automatic bill payment.

Is there a limit to the number of automatic bill payments I can have on a Mastercard?

No, but you may be limited in making overall charges to your Mastercard account if doing so would cause you to exceed your credit limit.

Who issues my card?

You will find your card issuer’s contact information for the financial institution that issues your card on the back of your Mastercard and on your billing statement.

Which cards can I use to pay bills?

You can use a credit or debit card that bears the Mastercard logo. We recommend that you confirm with each biller to ensure that it accepts your card as a form of payment.

What is automatic bill payment?

Automatic bill payment can help you avoid late fees and charges by allowing your selected service providers to automatically charge your Mastercard account on a regular basis.

What is manual bill payment?

With manual bill payment, you have the freedom of selecting the amount to pay and the date on which you want to make payment. Each time a bill is due, you initiate the payment process.

If I enroll in automatic bill payment, will I continue to receive a bill?

Automatic bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each directly (by phone or online) to arrange payment amounts and scheduling. Most billers continue to mail a bill indicating the total amount they will charge. However, some providers may allow you to elect to receive an online bill or no bill at all. At the time you initiate an automatic bill payment relationship, you should determine how the provider will bill you.

What information will the service provider/biller request?

Bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each provider directly to arrange payment amounts and scheduling.

Typically, the biller will ask for your Mastercard account number and the expiration date. For automatic bill payment, the biller may also require the payment amount it is authorized to automatically charge, and the specific date you wish to be charged each month.

Note: Not every service provider/biller will allow you to choose this date. And some service providers may require additional information, such as your signature.

What if my Mastercard account information changes?

Your Mastercard account information may change due to a lost or stolen card, expiration date change or an upgrade to a new product. To prevent an interruption in service, you must contact each biller and give them your new account information. We recommend that you keep a list of the billers that you pay automatically so you can efficiently update this information when necessary.

What if I want to stop an automatic bill payment?

Contact the biller with whom you’ve set up the automatic bill payment, and follow their procedures to cancel or change the method of payment.

What if I don’t agree with a payment amount made to a biller/service provider on my Mastercard statement?

It is recommended that you review the paper or electronic bill that your biller provides prior to any payment being made with your Mastercard. However, if there is an error or question about a payment billed to your card, contact your biller immediately to resolve payment discrepancies.

As a Mastercard cardholder, you are not responsible for unauthorized purchases charged to your account. Learn more about our Zero Liability* coverage. Exceptions apply.

What are the benefits of bill payment using a Mastercard?

Using your Mastercard is much faster and more convenient than writing cheques. You can initiate payments at anytime and from anywhere in the world. Charges will appear on your monthly statement, so it is an easy and efficient way to stay organized and keep track of your expenses. In addition, if you use automatic bill payment you won’t have to worry about missed payments or late fees. Depending on the card you use, you may also be able to earn rewards.

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What card benefits and insurance are provided at no cost to me with my Mastercard?

Features and benefits will vary depending on the specific Mastercard you use. To learn more about your benefits, please contact the financial institution that issues your card. You can reach them using the phone number on the back of your card.

What happens if I lose an item that I purchased with a Mastercard?

If you lost an item that you paid for in full with your Mastercard, you may be eligible for replacement or reimbursement. To learn more, please contact the financial institution that issues your card. You can reach them using the phone number on the back of your card.

What rental car insurance does Mastercard provide when I rent a car using a Mastercard?

Rental insurance differs by location and varies based on the specific card that you have. Please contact the financial institution that issues your card. You can reach them using the phone number on the back of your card.

How do I file a claim for card benefits?

Please contact the financial institution that issues your card to learn more. You can reach them using the phone number on the back of your card.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

How can I get the name of the merchant where my card account was compromised?

Mastercard appreciates the concern and diligence you are taking to protect your finances as it relates to credit cards and the inquiry regarding a card account breach that has impacted you directly. We take each card breach occurrence very seriously and work closely with investigative agencies. Additionally, Mastercard has increased penalties to processors to help ensure each of these companies protects cardholder data with extreme care and diligence.

Specific to card breaches, Mastercard cannot determine which merchant transaction caused a card breach since this data is not generally provided to us. We encourage you to contact the financial institution that issues your Mastercard for the most up-to-date information. You can reach them using the phone number on the back of your card.

What is cash with purchase?

Cash with purchase is a service offered by select retailers that allows consumers to get cash from their debit card when making a purchase.

Where can I find retailers that will enable me to get cash back with purchase?

Click here to find retailers that will enable you to get cash back when you make a purchase with a Debit Mastercard.

Do I need to use my debit card to get cash back?

Yes, since the funds are drawn from your account that is linked to your debit card, this service is available only when using a debit card.

Is there a fee for this service?

Although the majority of retailers do not charge for this service, there are some locations that charge a fee.

What is the advantage of getting cash at purchase?

Cash with purchase is a convenient way to quickly and easily get cash from your account while shopping at your favourite retail locations, saving you a trip to the ATM. And, in most cases, there is no fee for this service, whereas you may be required to pay a fee at the ATM. 

Is there a maximum amount of cash I can get with my purchase?

The amount of cash available may vary by merchant and may be subject to availability of funds at the time of purchase. If you have questions about the availability of funds at a particular merchant, please contact the merchant directly. Cash with purchase amount is also subject to availability of funds in the account that is linked to your debit card.

How is a chip card different from a magnetic stripe card?

A chip card looks just like a traditional card but it has an embedded chip. Rather than swiping your card, you insert your chip card into the terminal to complete the transaction. Your card may also have contactless capabilities so you can tap your card at checkout when given the option.

What are chip cards?

A chip card includes an embedded microchip. The chip contains information that is encrypted, making it extremely difficult for the card to be copied or counterfeited. Your chip card will also have a magnetic stripe on the back, so that you can continue using your card while merchants are transitioning to new chip-enabled terminals.

 What are the benefits of chip?

The embedded microchip provides robust security features and other capabilities that are not possible with traditional magnetic stripe cards. A chip card is virtually impossible to counterfeit.

Where can I use my chip card?

Use your chip card at the same merchants you do now – either by inserting the card into terminals that are chip-enabled or swiping your card. You can also continue to use your card as you did before for online payments, telephone payments and at ATMs.

Who do I contact if I want more information?

For more information about your chip card, please contact your financial institution. You can reach them using the phone number on the back of your card.

What's my PIN?

The PIN on your chip card is the same PIN as on your previous card. If you forgot your PIN or want to change it, please contact your financial institution. You can reach them using the phone number on the back of your card.

How does the chip work?

Whether your card is inserted in the terminal or tapped, the chip communicates with the terminal to determine whether the card is authentic. Typically, the terminal will prompt you to enter a PIN to validate your identity. Once approved, your transaction will be complete.

How do I know if my chip card has Mastercard contactless?

Cards that have contactless capabilities will have the word “contactless” and may also have a contactless symbol on the card. You can tap to pay at merchants that have “contactless” or the following symbol on the terminal: 

If a merchant does not have this functionality, you will need to insert your chip card into the terminal and enter your PIN.

Why does my credit card have a PIN?

Your credit card has a PIN in order to provide you with the latest security features. By entering your PIN, you validate that you are the authorized user of the card. You will not be charged a fee to use your PIN unless you are using your credit card to get a cash advance at the ATM.

What is Click to Pay?

Click to Pay is Mastercard’s better way to pay online – featuring advanced payment technology built on industry standards and intelligent security from Mastercard.

You can experience the future of secure, password-free checkout by looking for the Click to Pay icon  where Mastercard is accepted.

Why should I use Click to Pay?

Click to Pay is Mastercard’s faster and smarter way to pay online – no more passwords to remember or accounts to create.

• No more passwords
  Take the hassle out of paying online.
• Smart security
  Intelligent security helps recognize you at checkout.
• Stay in control
  Store payment information securely in your Mastercard Click to Pay profile, so it’s there when you need it.

How can I create a Mastercard Click to Pay profile or add a card?

There are a few ways to set up a profile or add a card:

• Create a Click to Pay profile or add a Mastercard here.
• Add a Mastercard to Click to Pay during checkout.
• Enroll through your bank. To manage cards and profiles with other payment brands (like Visa or American Express), visit their websites.

Where can I use Click to Pay?

Check out with Click to Pay when you see the icon and the Mastercard logo.

Is Click to Pay for online payments only?

Yes, this new way to pay brings Mastercard security technology to online payments. Now you can feel as secure and confident paying online as you do in stores.

Which payment methods can I use for Click to Pay?

You can use all Mastercard credit, debit and prepaid payment methods. However, each merchant decides which payment brands to accept.

Please check with your bank or preferred payment brand for availability.

How can I securely access my Mastercard Click to Pay profile without a password?

Passwords can be lost or stolen. Mastercard Click to Pay uses advanced payment technology built on industry standards and intelligent security to ensure that you, and only you, are accessing your profile.

If you’re a remembered user, you’ll be recognized at checkout – no password required.

If you’re not a remembered user, enter your user ID – the email address associated with your Click to Pay profile – to receive a one-time verification code. This will allow you to access your Click to Pay profile and check out securely in just a few clicks.

For additional security, verification is always required to update personal information. You may also need to provide verification if there is unusual activity with your Click to Pay profile.

Why aren’t all of my cards listed in my Mastercard Click to Pay profile?

You can only manage your Mastercards here.

If you would like to manage cards with other payment brands (like Visa or American Express), please visit their websites to enroll or add cards.

What does selecting “Remember me” do?

The Remember me option gives you quick access to your Mastercard Click to Pay profile and helps you check out faster.

If you’re remembered on a device/browser, you’ll be recognized and remembered at checkout as long as you use the same browser and don’t clear your browsing data (cookies).

If you do not select Remember me, you’ll have to manually enter your user ID and a verification code every time you want to access your Click to Pay profile or check out.

You can manage which devices remember you by accessing Settings, then Remembered Devices in your Mastercard Click to Pay profile.

Where can I manage my Mastercard Click to Pay profile outside of checkout?

You can manage your Mastercard Click to Pay profile at any time here.

After accessing your Click to Pay profile, you can:

• Add/delete a card
• Add/delete a shipping address
• Edit your phone number
• Manage browser and device connections
• Delete your Mastercard Click to Pay profile

How do I change my user ID if I made a mistake during enrollment?

For your security, you cannot edit your user ID – the email address linked to your Click to Pay profile. You’ll need to delete your current profile with the wrong email address. Then you can create a new Click to Pay profile with your Mastercard and the correct email address as your new user ID.

How do I edit a card?

To update a card, delete it from your Click to Pay profile. Then add your card as a new payment method with the updated information.

What do I do if Click to Pay is not working?

If Click to Pay is not working or you cannot select the Click to Pay icon, please contact the merchant where you are trying to check out.

How do I delete my Mastercard Click to Pay profile?

Here, select View profile and delete your Mastercard Click to Pay profile.

You can delete your profile information from Mastercard Click to Pay by signing into your profile here.

In your profile, click on the menu in the top right-hand corner. Choose Settings and then choose Manage profile.

If you change your mind, you will need to create a new Click to Pay profile. To manage cards and profiles with other payment brands, visit their websites.

What is Mastercard contactless?

Mastercard contactless is like having exact change wherever you go. A simple tap of your card, key fob or smartphone is all it takes to pay at checkout.

Why should I use contactless?

There are many benefits to contactless payments:

• It’s like having exact change wherever you go, so you don’t have to worry about carrying around cash or fishing for coins.
• You are in control because your contactless-enabled card or device never leaves your hand at checkout.
• You get better record keeping of all your purchases than you do when using cash.
• It’s fast and ideal at places where speed is essential, like stadiums, fast food restaurants, gas stations and more.

Where can I make contactless payments?

Anywhere you see the contactless symbol at checkout  you can simply tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don’t see the symbol, your contactless-enabled card can still be used by inserting your chip card or swiping at checkout.

How do I pay with Mastercard contactless?

To make a purchase, simply tap your Mastercard contactless card, key fob or smartphone on the payment reader at the checkout of participating retail locations.

Can I use my contactless card or device on payment readers that don’t display the contactless logo?

You can make contactless payments on any contactless payment reader that displays this symbol . You may also use contactless cards in magnetic stripe readers by swiping the card. However, you cannot use a contacless key fob or smartphone in a magnetic stripe reader.

How close does the “tap” have to be to the checkout reader?

Typically, when you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal at the counter. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use rather than tapping your wallet against the reader.

How will purchases appear on my monthly statement?

Purchases made with contactless will be displayed on your statement just like any other purchase you make with a card.

How does it work?

Contactless uses a hidden embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard network. If using a mobile phone, moments after you tap, you’ll receive payment confirmation and be on your way.

What is a key fob or payment tag?

A key fob or payment tag is a special contactless device that you can attach to your key chain. Card issuers sometimes provide this as a companion to your traditional primary Mastercard plastic card. 

Do I have to treat my Mastercard contactless card or device in any special way?

Treat your contactless card or device as you would any other credit, debit or prepaid card. Always know where your contactless card or device is and keep it in a safe place. And be sure to keep a record of all of your card numbers, expiration dates and emergency phone numbers.

Is there a battery?

No, there is no battery.

Do I need to turn it on/off?

If you have a contactless-enabled mobile phone, you can turn it on or off. If you are using a contactless card or fob, it is always on and ready to use.

Is it safe?

Yes. Contactless payments provide secure encryption technology and Zero Liability Protection and are as safe as your regular card.

• You are in control – your contactless-enabled card or device never leaves your hands to make a payment.
• No accidental payments – your contactless-enabled card or device must be close to the reader at checkout to work.
• Not billed twice – even if you tap more than once at checkout, you’ll get billed only once for your purchase.

Why aren’t signatures required?

To ensure that using contactless is as simple and convenient as cash, merchants that accept contactless do not require you to sign for small purchases ($100 or below). However, for your protection, purchases over $100 generally require a signature or PIN.

What do I do if my contactless card or device has been lost or stolen?

If you have lost your card or suspect unauthorized activity on your account, contact the financial institution that issued your card immediately. If you don’t know your card issuer’s number, contact Mastercard and we will assist you in finding that information.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111. 

Where can I find exchange rate information?

In order to provide easy access to exchange rate information, Mastercard has created a tool using multiple market sources (such as Bloomberg, Reuters, Central Banks and others).

Click here to visit our Currency Conversion Tool.

What is the currency rate for a country I am visiting?

If you would like to know what the latest currency exchange rate is for the country you are visiting, please visit our website for the latest currency exchange rates.

How is currency conversion charged to my account?

We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. You can reach them using the phone number on the back of your card.

I made a purchase in my local currency, so why was I charged a currency conversion fee?

We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Typically, there is a customer service number on the back of each card. 

A merchant did not give me the choice of currency for my payment. What should I do?

Thank you for your feedback and we’re sorry you had a bad experience at a merchant that accepts Mastercard. Mastercard investigates all complaints of deceptive merchant practices. Should you wish to speak with someone directly regarding this communication, feel free to contact us at POI_Currency_Conversion@mastercard.com.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issues your account as only they hold information specific to your account. You can reach them using the phone number on the back of your card.

Where’s the best place to get foreign currency?

The best place to get foreign currency is usually at your destination, not at home. At home, financial institutions have paid for transporting, securing and storing that foreign currency – and those costs are passed on to you.

How much money should I exchange before I leave?

Only exchange enough money at home to pay for cabs, snacks and tips upon arrival.

ATMs are conveniently located at most airports and at major tourist destinations, as well as many other places. Use your bank’s ATM finder app or the Mastercard ATM Locator to find Mastercard ATMs online.

Where should I get foreign currency while I’m abroad?

Go to an ATM to get foreign currency at your destination, not an exchange bureau. The ATM may impose fees, but the exchange rate will be much more favourable than that of a currency exchange, so you’ll save money overall.

Should I use a credit card to withdraw currency from an ATM while abroad?

Use a credit card to withdraw currency from a foreign ATM only if it’s your only option. Using a credit card at an ATM is considered a cash advance, which means:

• The fees will be highest (including cash advance and ATM surcharge fees);
• The withdrawal could affect your credit score (lenders might think you are borrowing money on your credit card);
• Your available credit could be impacted; and
• You might incur finance charges on the cash advance immediately (no grace period).

Should I convert transactions into my home currency?

Merchants and ATM operators may offer to immediately convert the foreign price to your local currency, giving you a better idea of how much money you’re about to spend.

Although this seems like a good way to manage spending, it comes at a cost and incurs additional currency conversion fees (sometimes as much as 7%) to the transaction.

The best practice is to let the currency conversion be done by your home bank and decline the currency conversion option.

Should I tell my bank I’ll be travelling abroad?

Yes, be sure to tell your bank you’ll be travelling cross-border and where you’re going. Your bank might decline a transaction for your protection unless they know the card’s been authorized for use in countries other than your home country.

Many issuers allow you to register travel plans online in lieu of calling – check your issuer’s website.

What is the GDPR?

The General Data Protection Regulation (GDPR) is a set of legal requirements for companies concerned with collecting, processing and protecting personal data. It was adopted in the EU in Spring 2016 and entered into force as of May 25, 2018. Learn more about the GDPR here. Read frequently asked questions about the 16 July 2020 CJEU Schrems II Judgement here.

What is the impact of Brexit?

Download this document, which sets out Mastercard’s approach to data transfers following the UK leaving the EU (“Brexit”) and does not provide any legal advice. We urge you to consult with your own legal counsel to discuss the requirements applicable to your specific situation.

I work in law enforcement and I’m investigating a fraud case, who can I speak with?

Please email our Law Enforcement Support Center at Law_Enforcement_Support@mastercard.com. Please do not include full card numbers in the email; provide only the first 6 digits of the card number. We will respond to your inquiry within 48 business hours.

Please also be advised that Mastercard does not maintain accounts or establish individual customer relationships with cardholders. While banks and financial institutions do issue cards branded with the Mastercard name and mark under a licence from Mastercard, the actual relationship with a cardholder is solely that of the issuing institution. As a result, any account information is maintained by the bank or financial institution that issues the Mastercard card, and it is the bank or financial institution that also provides periodic statements, disclosures and communications to the cardholder.

I no longer have my Mastercard, how do I report the card as lost or stolen?

A Mastercard representative will be able to assist you in filing a lost or stolen card report. Please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111. You should also contact the financial institution that issued your Mastercard.

What liability do I have for unauthorized purchases made on a lost or stolen Mastercard?

If Mastercard Zero Liability Protection applies to your Mastercard, once you report your card to Mastercard as lost or stolen, no unauthorized charges should be posted to your account in most situations. We recommend that you review the next two billing statements after you report a lost or stolen card to ensure that no unauthorized transactions have been posted. If you see unauthorized transactions, please promptly contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution listed on the back of the card or on your billing statement.

How can I get a replacement card?

Mastercard can assist you in receiving a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution authorizes a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issues your account as only they hold information specific to your account. You can reach them using the phone number on the back of your card.

Lost or stolen card?

Whether you’re the victim of credit card theft, have lost your card or just need help locating an ATM, we’re here to assist you 24 hours a day, 365 days a year. Call to speak with a representative regarding the following:

• Lost or stolen cards
• Emergency replacement cards
• Emergency cash advances
• How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
• Questions about applicable card benefits

Emergency Contact (Canada): 1-800-307-7309

Click here for a list of all emergency contact numbers.

Where can I get a Mastercard Prepaid Card?

It’s easy to find the Mastercard Prepaid Card that’s right for you. They are available at participating stores, bank branches and online.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function and card benefits such as zero liability or card replacement, you will need to register your card.

How do I use a Mastercard Prepaid Card?

When you’re ready to make a purchase, give the cashier your card or, if asked, swipe your card at the terminal. The purchase amount will automatically be deducted from the card balance.

Where can I use my Mastercard Prepaid Card?

You can use your Mastercard Prepaid Card anywhere that Mastercard is accepted – that’s millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

My available card balance will not cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as “split tender,” may not be supported by all merchants.

How do I return an item that was purchased on a Mastercard Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can’t find my Mastercard Prepaid Card. What should I do?

If you registered your Mastercard Prepaid Card, then the financial institution that issued your card can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer of your card immediately to report the lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply. Click here for terms & conditions for Zero Liability.

How do I add funds to my card?

If you have a reloadable Mastercard Prepaid card, the best way to add funds to your card is to set up direct deposit of your pay cheque. Once your card is registered, take your card’s direct deposit information to your employer to have your pay cheque automatically put on your card each payday. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported. 

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at thousands of retail locations across Canada. There are many card styles to choose from. It’s easy to find the prepaid gift card that’s right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Check your gift card, the receipt or related packaging for any specific activation instructions. Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about how to activate the card. For online and telephone purchases, you may need to register your card with the card issuer. 

How do I use a Mastercard Prepaid Gift Card?

When you’re ready to make your purchase, give the cashier your card or, if asked, swipe your card. The purchase amount will automatically be deducted from the card balance.

Where can I use my Mastercard Prepaid Gift Card?

You can use your Mastercard Prepaid Gift Card anywhere Mastercard is accepted – that’s millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

 How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card. If your card expires before all of the funds have been depleted, you are still entitled to access the funds. Contact the card issuer to find out how to regain access to the funds.

What happens if I need to return an item purchased using my Mastercard Prepaid Gift Card?

When making a return, you may be asked to show the card that was used to make the purchase. The value of the returned merchandise will be credited back to your card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid cards, which means you can spend up to the value placed on the card anywhere Mastercard is accepted. You can shop in stores, online or over the phone. As you make purchases with the card, funds are immediately deducted from the available card balance. You can continue to use your card until the card balance has been depleted or until the expiration date shown on the card.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the financial institution’s website. Certain merchants will also have the ability to read your card’s balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Prepaid Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

If you registered your Mastercard Prepaid Travel Card, it may provide Zero Liability Protection. Certain exceptions apply. Click here for terms & conditions.

How do I check my Mastercard Prepaid Card balance?

You can check your balance by following the instructions provided with your card. Generally, this includes either visiting the card issuer’s web site or by calling the phone number on the back of the card.

Can I use my Mastercard Prepaid Card for installments or recurring payments?

You may use your Mastercard Prepaid Card to make an individual payment, but you may not be able to register your Mastercard Prepaid Card for regular or recurring payments like your mobile phone or cable bill. Check with the biller to see if they will accept your Mastercard Prepaid Card for installment or recurring payments.

Can I use my Mastercard Prepaid Card at a restaurant where I pay a tip?

Some restaurants and other service providers will add up to 20% to your bill when they request authorization for a purchase to cover any tip you might add. As a result, your Mastercard Prepaid Card may get unexpectedly declined. Always be sure to know your card balance in advance and remember that the restaurant may attempt to authorize an amount higher than the total that appears on your bill.

Can I use my Mastercard Prepaid Card for a car rental or hotel reservation?

Car rental agencies and hotels may require a credit card for making a reservation. However, they will accept your Mastercard Prepaid Card for final payment at the end of the rental period or hotel stay. Check with the car rental agency or hotel in advance to ensure you are aware of their policies.

Can I use my Mastercard Prepaid Card to buy gas?

Due to the way gas purchases are pre-authorized, some gas stations accept prepaid cards only inside the store and not at the pump. Check with the gas station for details.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. You can reach them using the phone number on the back of your card.

A merchant required me to make a minimum purchase when I used my credit card. Is this allowed?

Merchants in Canada are not permitted to require a minimum fee to customers paying with Mastercard.

A merchant wanted to charge a surcharge or fee to use my Mastercard. Is this allowed?

Merchants in Canada are not permitted to charge a fee for customers paying with Mastercard.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers if they pay in cash, provided that the discount is posted.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations when you use your Mastercard during which a merchant may require personal information. For example, for shipping purposes. Additionally, if the Mastercard is unsigned, a merchant should request personal identification (but not record it) and ask the cardholder to sign the card before completing the transaction.

I tried to make a purchase but my card gets declined. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place to reduce the risk of fraudulent transactions on certain types of transactions, which may result in declined transactions. You can reach your financial institution by calling the number on the back of your card.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. You can reach your financial institution by calling the number on the back of your card.

How can I get a replacement card?

Mastercard can assist you in getting a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution issues a new account number. To request an emergency card replacement, please call your financial institution directly or contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What should I do?

Phishing is a scam used to obtain personal and financial information, in order to gain access to individuals’ accounts — which can result in identity theft and financial loss.

If you have received or been the victim of a phishing attack via email, text or phone, please report this incident to StopIT@mastercard.com. StopIT is a Mastercard program initiated to help combat phishing attacks targeting Mastercard and its cardholders.

PLEASE NOTE: The StopIT@mastercard.com email is for reporting phishing incidents only. Mastercard’s StopIT Program cannot resolve consumer fraud complaints. If you have identified suspicious activity, including unauthorized transactions on your card account, contact your issuing bank. Their number can be found on the back of your card.

For all other fraud complaints, you may contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372) if you’re in Canada or the U.S. or collect from other countries at 1-636-722-7111.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit card or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard credit card or debit card. How do I report it?

If you believe that a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can also always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

I know who committed fraud on my Mastercard credit card or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

If you do not know the name of your financial institution or can’t find it, you may contact the Mastercard Fraud Team at FraudTeam@Mastercard.com. If you do not have access to email and prefer to send a letter to Mastercard, please address your concern to:

Consumer Inquiries
Mastercard
2000 Purchase Street
Purchase, NY 10577

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can’t tell you if an account has been opened in your name. If you know the name of the financial institution, you should contact them immediately and cancel the account. Then you should notify each of the three credit reporting agencies:

• Equifax – www.Equifax.ca
• Trans Union– www.TransUnion.ca
• Experian – www.Experian.com

The credit reporting agencies should provide you with a copy of your credit report. Even if you do not see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.fcac-acfc.gc.ca and select credit reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates the concern and diligence you are taking to protect your finances. We take each card breach very seriously and work closely with investigative agencies. We encourage you to contact your financial institution for the most up-to-date information. You can reach them by calling the number on the back of your card.

If I have a problem making a payment, who can I contact?

You should contact the financial institution that issued your card for questions related to billing and fees. There should be a phone number on the back of your card or on your monthly billing statement. For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number. This number is a record that the card issuer has approved and authorized your tax payment transaction.

How will I know what fees I’ll be charged if I pay taxes with a card?

After you have entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

Someone called to offer a lower rate on my Mastercard, but it seems to be a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information, including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and should not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple Pay™ in Canada offers the enhanced security and benefits of a digital Mastercard transaction, including secure tokenization technology.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can’t come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.

You can reach your financial institution by calling the number on the back of your card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111 and we will connect you to your financial institution.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card. You can reach your financial institution by calling the number on the back of your card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason. You can reach your financial institution by calling the number on the back of your card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

Questions not answered here?

If your question is not listed, your best option is to contact the financial institution that issued your account as only they hold account-specific and unique information. You can reach your financial institution by calling the number on the back of your card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

What are BINs?

Bank identification numbers (BINs) are fundamental to payments. They identify the issuing institution for each cardholder account and enable transactions to be properly routed. BINs are currently the first six digits of the account number.

Since the 1960s, Mastercard has been closely identified with the 51–55 BIN range.

Who governs BINs?

The International Organization for Standardization (ISO), an independent, nongovernmental international organization that develops voluntary global standards. The ISO/IEC 7812 standard defines an issuer identification number (IIN), known as a BIN within the payments industry.

The American Bankers Association is the current registration authority that manages the BIN allocation process on behalf of ISO.

Why are we talking about BINs?

The payments industry is more complex than ever. With new devices and technologies emerging in a connected world, the industry’s finite supply of BINs is reaching current capacities.

The ISO, which has published ISO/IEC 7812 to define BINs, and the American Bankers Association, which is the registration authority managing the numbers, has a limited supply of unused or unallocated numbers. So, the industry needs more BINs to manage industry growth. 

What is Mastercard doing to alleviate the limited supply of BINs?

To expand supply, Mastercard is rolling out an additional 50,000 six-digit BINs (222100–272099). This will effectively double the existing supply of Mastercard BINs – allowing merchants to accept millions more transactions and our issuers to continue to support business growth.

The 2-series BINs adhere to the current (2015 revision) ISO industry standard and will work exactly the same way as the 5-series BINs do today.

When do changes go into effect?

Cards with 2-series BINs were first issued in 2017. 

How will the 2-series BINs impact issuers?

Issuers will need to upgrade their systems to be compatible with 2-series BINs, but all systems should be analyzed to determine if any additional changes are required. Software providers may have updates available, and internally developed solutions may require enhancements.

For more information, visit the 2-series BIN page.

How will the 2-series BINs impact service providers and vendors?

Acquirers will need to upgrade their systems to be compatible with 2-series BINs. 

For more information, visit the 2-series BIN page.

What other changes may impact BINs in the future?

The industry is considering a move to a new 8-digit BIN standard and is discussing an appropriate implementation date. If adopted, it would require more extensive systems planning and upgrades.

Mastercard is working with a committed group of industry participants to ensure all voices are heard in establishing the most efficient standard for continued industry growth. 

Whom can I contact at Mastercard with questions related to the 2-series BINs?

If you have a dedicated Mastercard representative, you may first contact that individual. Alternatively, you can send us an email.

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What is Mastercard® Click to Pay?

Mastercard® Click to Pay provides a password-free online checkout option featuring advanced payment technology and intelligent security. Your consumers can look for the Click to Pay icon to experience the future of secure, convenient online checkout where Mastercard is accepted.

Is Mastercard Click to Pay secure?

Mastercard Click to Pay uses advanced payment technology and intelligent security that help recognize your consumers at checkout. It also leverages behavioural analytics and biometrics to confidently identify legitimate consumers in real time with reduced friction.

For additional security, verification is always required to update personal information. Your consumers may need to provide a one-time verification code to access their Mastercard Click to Pay profile.

How do my consumers create a Mastercard Click to Pay profile or add a card?

There are several convenient ways to create a Click to Pay profile or add a card. Your consumers can:

• Create a profile or add a Mastercard at mastercard.ca/clicktopay;
• Create a profile or add a Mastercard at checkout when they see the Click to Pay icon where Mastercard is accepted; or
• Enroll through their bank when they see the Click to Pay icon.

To add cards from payment brands other than Mastercard, visit that payment brand’s site directly.

How and where do consumers use Click to Pay?

This secure, convenient online checkout option is designed to work across devices and web browsers.

Consumers can experience the future of secure, convenient online checkout by looking for the Click to Pay icon where Mastercard is accepted.

They simply select the checkout button where they see the Click to Pay icon, select their card and complete the purchase.

Which payment methods does Click to Pay support?

Your consumers can use all Mastercard credit, debit and prepaid payment methods. Card usage and availability of other network cards may vary. However, each merchant decides which payment brands to accept.

Is Click to Pay for online payments only?

Yes. This new online checkout option brings Mastercard’s security technology to online payments, so your consumers will feel as secure and confident paying online as they do in stores.

Why should my consumers use Click to Pay?

Mastercard Click to Pay features the latest security and payment technology so your consumers can check out quickly and securely without a password.

Mastercard Click to Pay protects consumer payment information with multiple layers of security and provides a consistent, frictionless online checkout experience across all participating merchants.

Merchant FAQs

What are the benefits of implementing Click to Pay?

Implementing Click to Pay can help increase your approval rates, leading to potentially higher conversion rates and a better consumer experience.

How? Click to Pay creates a convenient, consistent online checkout experience. Your consumers will find a recognizable icon across merchants and devices, streamlining checkout. Also, they’ll know their purchases are protected by advanced payment technology – with no need to remember a password.

How much does Click to Pay cost?

Click to Pay is free for your consumers, but merchant development costs may apply.

How is Click to Pay different from other online payment solutions?

Click to Pay is a faster, smarter way to pay that takes the hassle out of paying online, letting your consumers securely access their information at checkout – without a password. This innovative checkout option uses advanced payment technology and intelligent security that works across channels and devices.

Issuer FAQs

How can I offer Click to Pay to my consumers?

Click to Pay is designed to work with major payment methods across credit, debit and prepaid cards.

How does Click to Pay help financial institutions?

Click to Pay helps financial institutions better manage authentication and risk by leveraging EMV standards to make online payments more secure.

Click to Pay also deepens consumer relationships by empowering your consumers to take control of their stored online payment credentials through your mobile banking app or website.

Your consumers can experience the future of secure, convenient online checkout by looking for the Click to Pay icon where Mastercard is accepted or by visiting mastercard.ca/clicktopay.

What is a co-brand card program?

A co-brand program is a partnership that brings together Mastercard, a Mastercard-issuing financial institution and a suitable partner company wishing to grow its business. The three parties work together to create a card program that is then marketed to the partner company’s customer base. A co-brand card is a form of payment that offers added value to the partner’s customers.

What kinds of businesses have successful co-brand programs?

Many different industries have successfully implemented co-brand programs including airlines, gas companies, automotive companies, warehouse clubs and supermarkets. One thing these companies have in common is a growing base of customers who purchase products or services on a recurring basis.

Who is responsible for promoting a co-brand card?

The level of support provided and the degree of responsibility for designing and implementing the solicitations and card promotions will depend on the agreement reached between the partner and the card issuer. Mastercard has many different levels of support and expertise available to help a company market its co-brand card and grow its business.

What does a Mastercard co-brand card look like?

Mastercard rules permit the partner’s logo to be a dominant feature on the face of the card. The cards also carry the Mastercard logo and must conform to certain Mastercard design standards. The name of the Mastercard issuing financial institution may appear, but it is not required. This and other card design details will be determined by the partner and the card issuer.

How do I find an issuer for a co-brand alliance?

The first place to begin is with a bank or financial institution with which your company already has a relationship. Or, Mastercard can provide a list of potential financial institutions from among the thousands we have done business with over the years.

What role does Mastercard play in developing a co-brand program?

That depends on the goals and budget of the partner company. However, Mastercard has a dedicated staff of highly experienced co-brand specialists who can help a company evaluate and establish a co-brand partnership that will meet the objectives of all parties involved.

What is Mastercard contactless?

Mastercard contactless is like having exact change wherever you go. A simple tap of your card, key fob or smartphone is all it takes to pay at checkout.

How does it work?

Contactless uses a hidden embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard network. If using a mobile phone, moments after you tap, you’ll receive payment confirmation and be on your way.

How will accepting Mastercard contactless benefit my business?

Contactless acceptance is proven to bring many benefits for merchants. For instance, it:

• Speeds up checkout;
• Promotes higher average spend;
• Reduces costs related to cash handling; and
• Enables POS for mobile NFC and new digital payment devices like wearables.

What is the impact of this “non-validated transaction” for a merchant on their payment guarantee?

Using Mastercard contactless technology does not have any impact on the payment guarantee for merchants. When contactless technology is used, the current rules in place for product and merchant categories in which the transaction occurs continue to apply.

What type of technology is used for contactless payments?

In accordance with our global strategy of creating fully compatible payment solutions, Mastercard’s contactless technology was designed to meet an open industry standard for RFID, ISO 14443.

What type of merchants can benefit the most from contactless acceptance?

Contactless acceptance is an excellent choice for any merchant, especially in environments where speed and convenience are valued or where cash is currently the dominant payment method. Examples include fast food outlets, supermarkets, quick-service restaurants, drive-throughs, convenience stores, vending machines, tollbooths, taxis, parking venues, fuel pumps and public transportation.

Is Mastercard contactless secure?

Yes, Mastercard contactless transactions are processed through the same financial payments network that processes billions of Mastercard magnetic stripe and chip card transactions each year.

Mastercard contactless security mechanisms are designed to:

• Protect against counterfeit cards;
• Implement an efficient anti-replay mechanism for contactless transactions; and
• Limit the impact of fraudulent capture of contactless data by fraudsters across all environments.

Even if the customer happens to tap twice by mistake, the technology ensures that the consumer is billed only once.

Is it possible to make refunds to a contactless card, form factor and mobile phone?

Yes, it’s possible to issue a refund to customers by tapping the contactless payment device in the same manner as making a purchase. Please follow your store’s refund policy.

Does contactless payment acceptance change the payment guarantee for the merchant?

No, if a contactless payment is authorized, online or offline, the merchant still receives a payment guarantee, even for transactions below the contactless CVM limit with no cardholder verification.

What are the costs involved?

Cost will vary depending in the selected solution. To accept contactless payments, merchants can choose to implement a plug-in peripheral reader or a fully integrated POS or stand-alone POS system.

How is accepting mobile payments different than accepting cards?

To the cashier, mobile payments will look like contactless card payment; except the customer may verify their mobile PIN, biometric or pattern recognition on the mobile device.

How does the payment verification process work for contactless?

No PIN or signature is required for cards and form factors when the transaction amounts are below the contactless cardholder verification limit established by the country. For purchases above this limit, PIN code or signature is required. For a purchase conducted with a mobile phone, the consumer will normally authenticate themselves on the mobile device with a mobile PIN, biometric or pattern recognition.

How would a customer know that contactless payments can be made at a location?

The POS reader must display the contactless acceptance symbol . Many merchants display POS signage highlighting contactless acceptance as well. 

In addition, within two months of a merchant’s first Mastercard contactless transaction, the merchant’s name and address should appear on the Mastercard Contactless Locator website and the Mastercard Nearby app.

Could customers unknowingly make a purchase if they walk past the reader?

No, you have to activate the terminal first and the cashier must enter the payment amount to activate the contactless terminal. In addition, the card or device has to be held within 2 cm (1 inch) of the terminal.

Does the merchant need to print a receipt for all contactless transactions?

No, you’re not required to print a receipt for low-value transactions unless your customers asks for a receipt.

What is the transaction limit for Mastercard contactless cards?

Contactless payments should be accepted for all amounts, the same as traditional card payment.

What if the cash register doesn’t respond?

Try these troubleshooting steps:

• Make sure the terminal and adaptors are all turned on and plugged in. A light, wording or graphics on the screen should indicate the terminal is turned on.
• If your terminal is a non-integrated terminal with a separate contactless reader, make sure that the contactless reader is lit up after the transaction is registered. The light may not turn on before then.
• Register the transaction again as you would for a card transaction and ask your customers to tap again. Make sure their card/device is within 2 cm (1 inch) from the terminal and you hear a beep or see a change in the light.
• If your terminal is still not responding, contact the terminal manufacturer or distributor.

How does Mastercard contactless technology work for mobile devices?

At checkout, your customers will need to follow the prompts on their device (this varies depending on the type of device) and then simply tap their device correctly over the terminal. When paying with a mobile phone, your customers normally authenticate themselves on the mobile device with a PIN, biometric or pattern recognition.

I would like to stop showing up in the Tap & Go® locator. Who do I contact?

Merchants who no longer wish to show up in the locator can contact the Branch Service Call Centre and provide the following information:

• Name of the merchant or business contact person
• Name of the retailer or business (name under which the merchant does business)
• Address of the retailer or business to be deleted (one or more)
• Phone number and email address to return a confirmation

Branch Service Call Centre:

location_services@mastercard.com

1-800-398-4150 (Canada and United States) 1-636-722-4050 (other countries)

How do I contact Mastercard Customer Operations Support?

Customer Operations Support can be reached at Customer_Support@mastercard.com.

How do I begin accepting Mastercard?

It’s easy to get started. The first step is to contact an acquirer or a payment services provider to apply for a merchant account with a bank or one of its agents. 

Get started accepting payments.

How can I accept e-commerce payments?

Many payment service providers can assist you in accepting e-commerce payments. In fact, many providers can also help you create a website, add a shopping cart function and enhance the security of your site and transactions.

How can I download the Mastercard brand mark for use on my website?

Electronic versions of the Mastercard brand mark are available from the Mastercard Brand Center for download.

Questions not answered here?

If your question is not listed, your best option is to contact the financial institution that issued your account as only they have your account specific information. Typically, there is a customer service number for your financial institution on the back of each card that you can call. 

If you believe that your question can be answered only by Mastercard:

Email AskMasterCard@mastercard.com
Or mail a letter to:
Consumer Inquiries
Mastercard International Incoporated
2000 Purchase Street
Purchase, NY 10577

How can I apply for a Mastercard?

If you already have a deposit account with a bank or credit union, you might want to contact them first to see if they can provide you with a Mastercard. If you do not currently have a relationship with a financial institution or would like to get offers from various issuers, Mastercard has created an online tool to assist in making decisions about which card products are available.

Are there any programs that will help to grow my business?

Yes, Mastercard has programs designed to grow various types of businesses.

What are the benefits of accepting Mastercard?

Whether you’re a new or established business, card acceptance can have a positive impact on your bottom line. Here are just a few of the many benefits:

• Increased Sales
  Consumers spend more when they’re not constrained by cash on hand. You may see increased purchases of higher-margin products as well as specialty items. And customers may visit your store more often.
• Higher Customer Satisfaction
  Your customers will appreciate the fact that you allow them the flexibility to pay the way they want to pay – including by credit or debit card. Happier customers are more loyal customers.
• Faster Checkout
  You’ll speed your customers through checkout with rapid electronic payment. No more counting change or waiting while customers write cheques.
• Improved Efficiency
  Card transactions are conducted electronically. These paperless payments can save you time and money by minimizing cash handling and payment reconciliation, giving you more time to do more important things – like managing and growing your business.
• Safety
  With lower volumes of cash, you’re less vulnerable to theft and pilfering.
• Currency Conversion
  Electronic payments on Mastercard and Maestro-branded cards are settled in the currency in which you sell your goods and services, regardless of where the cardholder is from. So, if you sell in U.S. or Canadian dollars, that’s how you’ll be paid.

How do I start accepting card / digital payments?

Find what you will need to start accepting electronic payments.

What’s the difference between an acquirer and a payment facilitator?

A payment facilitator is a merchant of record who facilitates transactions on behalf of a sub-merchant. An acquirer is the bank or financial institution that processes credit and/or debit payments for a merchant.

What’s an acquirer and why do I need one?

Also referred to as a merchant bank, an acquirer is a financial institution that is licensed by Mastercard to help a merchant accept Mastercard payments. Acquirers either sell their processing services directly to merchants or hire agents to sell on their behalf. These agents must be registered with Mastercard and clearly identify the Mastercard issuing bank that they represent on their business cards and stationery. The merchant agreement should also clearly identify the name of the bank.

What’s an interchange rate?

Interchange rates are fees paid by acquirers to card issuers on purchase transactions conducted on payment cards. They are only one of many cost components included in a Merchant Discount Rate. Mastercard establishes its interchange rates, which are a necessary and efficient method by which Mastercard maintains a vibrant payments network.

Learn more about Mastercard interchange rates.

Who do I call if I have a problem with my point-of-sale terminals?

Contact your acquirer or payment facilitator if you have a question related to your terminals.

Will I incur any cost to accept payments?

Your acquirer/payment facilitator will provide you with information about costs.

I work in law enforcement and I’m investigating a fraud case, who can I speak with?

Please email our Law Enforcement Support Center at Law_Enforcement_Support@mastercard.com. Please do not include full card numbers in the email; provide only the first 6 digits of the card number. We will respond to your inquiry within 48 business hours.

Please also be advised that Mastercard does not maintain accounts or establish individual customer relationships with cardholders. While banks and financial institutions do issue cards branded with the Mastercard name and mark under a licence from Mastercard, the actual relationship with a cardholder is solely that of the issuing institution. As a result, any account information is maintained by the bank or financial institution that issues the Mastercard card, and it is the bank or financial institution that also provides periodic statements, disclosures and communications to the cardholder.

Where can I get Mastercard logos?

Downloadable logo artwork and usage guidelines are available at the Mastercard Brand Center. You may also order decals from the Brand Center.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments, including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

• Contact their acquirer to ensure that they support DSRP
• Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple Pay™ in Canada offers the enhanced security and benefits of a digital Mastercard transaction, including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.