Frequently asked questions

Here are a few things we thought you'd like to know. If you can't find what you're looking for, feel free to contact us.

 

What is a digital prepaid Mastercard?

It's a digital prepaid Mastercard that is produced and delivered electronically. Once you have one, you can use it to make purchases online or over the phone. You will have access to an online account through which you can view the 16-digit card number, CVV and expiry date in order to make purchases.

 

Who is eligible for a digital prepaid Mastercard?

Click here to see who is eligible.

 

How do I claim my digital prepaid Mastercard?

Eligible customers will be able to enrol and claim their digital prepaid Mastercard on this website. You must complete your online claim within 30 days of purchase.

 

How do I find the information to make my claim?

Handsets and Tablets – Your device IMEI is a 15 digit number which can be found in your device Settings menu (for devices using iOS go to Settings>General>About and for Android devices go to About Phone / About Device in your settings menu).

Laptops – Your device IMEI is a 15 digit number which can be found in your laptop Network and Internet Settings menu (usually under the Mobile Operator menu).

SIM only – Your SIM serial number is a 13 digit number, printed on your phone’s SIM card.

 

How long do I have to claim my digital prepaid Mastercard?

Eligible customers have 30 days from purchase to complete their online claim. If you do not complete your claim within this time your claim code will expire, and we can't issue another one.

 

What do I do if my unique ID and claim code don't work?

If you have any issues submitting your unique ID and claim code please contact our customer service team on 0345 600 2098** or email help@o2redeem.co.uk.

Lines are open Monday-Sunday 8am-8pm.

 

What happens if I change my mind within the 14-day cooling off period and return or swap my device type?

If you return your device, you will no longer be eligible for a digital prepaid Mastercard.

If you return your device and purchase another device that is eligible for the digital prepaid Mastercard, you will be able to claim for the new device, provided your purchase was made in the qualifying period (1st June 2023 and 12th July 2023).

If you return your device and purchase another one, which is not part of the digital prepaid Mastercard promotion, you will not be eligible to receive a digital prepaid Mastercard.

If you cancel your sim only contract, you will no longer be eligible for a digital prepaid Mastercard.

 

My device was faulty and required replacing, do I need to claim again?

As long as your purchase is not refunded, you will be eligible for a digital prepaid Mastercard under the original device and will only receive one invite to claim, which you will need to action in order to be issued with a digital prepaid Mastercard.

 

What happens if I change my email address or mobile number, do I still qualify?

You will be able to claim online within 30 days of purchasing an eligible product and as part of this process you will confirm your contact email address and mobile number – these details will be used for all communication regarding your digital prepaid Mastercard. After your online claim is completed you will not be able to change your email address or mobile number online but you can contact us on 0345 600 2098** or email help@o2redeem.co.uk. We can check your details, update them, and reissue your invite to claim.

Lines are open Monday-Sunday 8am-8pm.

 

What happens if I purchase more than one eligible product?

Eligible customers can claim online for up to nine purchases. Customers will need to submit a separate online claim per eligible purchase, so for example if you purchase three handsets which are all included in the promotion, then three online claims would need to be submitted, once for each handset. You will receive a separate digital prepaid Mastercard for each valid claim.

 

What happens if I port my mobile number?

Once you have enrolled your details on the claim site, you will be invited by both email and SMS to complete your claim online. Please ensure that you provide accurate contact details when you first enrol online to ensure this is fed through to your digital prepaid Mastercard order; you will be required to two factor authenticate when activating the card.

If you do not receive an invite to claim within 21 days of enrolment, you can contact us on 0345 600 2098** or email help@o2redeem.co.uk. We can check your details, update them, and reissue your invite to claim.

Lines are open Monday-Sunday 8am-8pm.

 

How will I receive my digital prepaid Mastercard?

Your digital prepaid Mastercard will be emailed to you 60 days after purchase if you remain on an eligible contract. The email will be issued from o2@purecard.com and will contain instructions on how to register your digital prepaid Mastercard. Your card(s) will be sent to the email address provided when you enrolled / claimed online.

 

When will I receive my digital prepaid Mastercard?

Your digital prepaid Mastercard will be emailed to you 60 days after purchase if you remain on an eligible contract.

 

What if I don't receive the email?

If you have claimed online and your digital prepaid Mastercard hasn't arrived within 65 days of purchase please contact our customer service team on 0345 600 2098** or email help@o2redeem.co.uk.

Lines are open Monday-Sunday 8am-8pm.

 

How do I activate my digital prepaid Mastercard?

To activate your digital prepaid Mastercard, you simply need to complete your account registration at o2.purecard.com, which will only take a couple of minutes and consists of a three simple steps.

  1. Enter your details
  2. Activate your card
  3. Set up your online account

You'll receive a confirmation email once completed successfully so you know you are ready to spend!

 

Can I use my digital prepaid Mastercard straight away?

Once the card is activated, it is ready to use straight away.

 

How long do I have to activate my digital prepaid Mastercard?

You must activate the card within 3 months of receiving the email containing your digital prepaid Mastercard details. If it is not activated within this time, you will no longer have access to the funds. For full Cardholder Terms and Conditions, please click here.

 

Where can I spend my digital prepaid Mastercard?

You can spend the money online or over the phone, wherever Mastercard is accepted. If using online you won't be able to split payments between this card and another on the same transaction, as most online retailers can't support this.

 

If my digital prepaid Mastercard doesn't work, what can I do?

If you have any problems using your card you can contact the customer service team on 0345 600 2098** or email o2@purecard.com.

Lines are open Monday-Sunday 8am-8pm.

 

How do I check the balance on my digital prepaid Mastercard?

Your balance is available to view anytime via your online account at o2.purecard.com. At the point of activating your card you will be asked to create login details, enabling you to login and view your card details, balance, and transaction history at any time.

 

How long is my digital prepaid Mastercard valid for?

The card is valid for 12 months from the date it was issued to you via email. The expiry date is shown on the front of the card.

 

What if I don't spend the funds on the digital prepaid Mastercard before the expiry date?

The funds on the card are available to you up to the expiry stated on the front of your card. Once the card expires, any remaining funds on the card will no longer be available to you.

 

I have another question about my digital prepaid Mastercard, who do I ask?

If you have any questions, you can contact the customer service team on 0345 600 2098** or email o2@purecard.com.

Lines are open Monday-Sunday 8am-8pm.

 

**Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

*The digital prepaid Mastercard is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority with Firm Reference number 900230; pursuant to license from Mastercard International. Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. GVS Prepaid Ltd’s company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD and is part of the Blackhawk Network group. Cardholder data is governed by the Blackhawk Network Privacy Policy.

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