Travel Money Card - FAQ

Travel Money Card is a multi-currency prepaid card linked to an IBAN. It was designed specifically for people who travel frequently for work or leisure, offering flexibility and control over their spending abroad, as it allows payments to be made easily in multiple countries, avoiding the complications of cash currency exchange.

Travel Money Card will be available in several European countries. In this first phase, the service will be available to customers in:

• Spain
• France
• Sweden
• Denmark
• Germany

The availability of the service may be expanded to other countries in the future.

To get started, go to the registration link corresponding to your country and select the card option:

• Spain
• France
• Sweden
• Denmark
• Germany

During the registration process, we will ask you for certain information about yourself and about how you intend to use the account. This information is necessary to set up your account and comply with the service verification requirements. Once the process is completed, your account will be reviewed and activated.

When your account is created, you will be assigned a unique customer ID made up of the letter F followed by 6 digits.

We recommend keeping this number in a safe place, as it will be required to carry out certain procedures with our support team.

This identifier may be requested when you need to carry out sensitive operations or important changes to your account, in order to verify your identity and guarantee the security of your funds, preventing third parties from taking action on your behalf.

As we are authorised and regulated by the Financial Conduct Authority to provide payment services, we are required to carry out KYC (Know Your Customer) verification. This is not a credit check, but a process to identify you and confirm where you reside.

We always work to process all applications as quickly as possible, and we can usually process them within 24 hours if all the necessary information has been submitted in the application form.

However, the exact time may depend on the complexity of your application. As we are authorised and regulated by the Financial Conduct Authority to provide payment services, we are required to carry out KYC (Know Your Customer) checks, which in some cases may take longer, especially for certain businesses. We will communicate with you regularly throughout the process to keep you fully informed of the status of your application at all times. If you have any questions, please do not hesitate to contact us.

Equals is the issuer of the product, which means it is the entity responsible for providing the account and payment services associated with the card. For this reason, when you open a Travel Money Card account with Change Group, the terms and conditions of the service are established with Equals, which is the entity that manages the account and the payment operations.

Equals is authorised and regulated to provide financial services, and is the entity responsible for operating the infrastructure that enables:

• account management,
• the storage of funds,
• the making of payments,
• and the functioning of the card.

Change Group acts as the brand and service through which you access this solution, while Equals is the financial institution that issues and operates the product.

The Travel Money Card is linked to a personal account.

This account allows you to:

• Load funds
• Manage different currencies
• Check your transactions
• Use the card for payments or withdrawals

The account acts as the place where the funds you use with your card are stored and managed.

Opening a Travel Money Card account is free of charge. However, some services or transactions may have associated costs, such as certain types of operations or services.

For more information on possible costs, you can consult the service pricing and terms page here.

The money deposited in your account is not covered by the Financial Services Compensation Scheme (FSCS).

However, your funds are held in a specially designated safeguarding bank account, separate from the company’s operational accounts.

These accounts are maintained with institutions such as:

• Citibank UK Limited
• Royal Bank of Scotland
• Barclays Bank PLC

This means that customer funds are kept separate from the company’s operational funds, with the aim of protecting customers’ money.

If you have any problem with your Travel Money Card, our customer service team is available to help you.

Our support system works on several levels:

• Virtual assistant: available 24/7 and trained to help you with frequent queries such as account access, card use or general information.
• Customer service agents: available during European business hours to help you with more specific queries or manage requests that require additional assistance.
• Specialised support: if your query requires a technical or specific review, our team will be able to escalate the case to the relevant department.

Our goal is to help you resolve your query as quickly and as easily as possible.

You can contact Travel Money Card customer service through the following channels:

• Phone: You can call our customer service team for direct assistance on XXX XXX XXX.
• Email: You can also contact us by sending an email to support@changegroup.com for queries or requests that do not require immediate attention. Our team will review your request and get back to you as soon as possible.
• Frequently Asked Questions: You can also review our frequently asked questions section at this link, where we clarify the most common questions our customers have.

Currently, Travel Money Card customer service is available in English and Spanish, while the platform is available only in English.

We are working to expand support to other European languages in future versions of the service, with the aim of making the platform easier to use in the different countries where it will be available.

Yes. If your language is not available on the platform, you can use your browser’s automatic translator to view the content in your language.

Many browsers such as Google Chrome, Microsoft Edge or Safari allow web pages to be translated automatically. This will allow you to use the platform without problems while we continue to expand the available languages.

The easiest way is to use your browser’s automatic translation function.

For example, in Google Chrome:

• Right-click anywhere on the page.
• Select “Translate to Spanish” or to the language you prefer.
• The browser will automatically translate the content of the page.

This will allow you to browse the platform in your language even if it is not yet officially available.

To access your account, go to https://app.changegroup.com/ using the email address provided during registration and enter your password.

Access the platform using the email address provided during registration. Click Forgot password and then Continue.

You will receive an email with instructions to reset your password.

Set a new password. Once it has been set, the login page will automatically appear.

The customer ID is a unique number that identifies your Travel Money Card account. This identifier is the most important piece of information associated with your account and may be requested by customer service to verify your identity and help you with any procedure or incident.

For security reasons, the customer ID is used to confirm that you are the account holder, especially when you request important operations or changes to your account through support channels. Never share your customer ID on public channels or with unauthorised third parties.

We recommend always remembering your customer ID or having quick access to it, as it may be necessary in order to process your request.

To find your customer ID:

• Log in to your Travel Money Card account from the website or the app.
• Once inside your account, you will find your customer ID in the lower left-hand corner of the screen.

If customer service ever asks you for this information and you do not have it to hand, you can log in to your account to check it and contact us again.

You can add money to your account from the “Add money” option within your Travel Money Card account. To do so:

• Log in to your account.
• Click “Add money”.
• Select the currency in which you want to add funds.
• Enter the amount you want to load.
• Choose your preferred payment method.
• Review the transaction details and confirm.

During the process you will be able to choose between two methods for adding money:

• Instant Bank Transfer
• Regular Bank Transfer

Once the transaction is confirmed, the money will be added to your account balance and you will be able to use it to pay with your card or carry out other operations.

When adding money to your Travel Money Card account, you can choose between two bank transfer methods: Instant Bank Transfer or Regular Bank Transfer.

The Instant Bank Transfer is a fast and secure method that connects directly with your bank using Open Banking. With this method:

• You do not need to manually enter your bank account details.
• The connection is made directly with your bank.
• The transfer is usually processed more quickly.

For this reason, it appears as the recommended option on the platform.

The Regular Bank Transfer is a traditional bank transfer. When you choose this option:

• You will be shown the bank details of the account to which you must send the money.
• You will have to make the transfer from your bank using those details.
• The time it takes for the money to be received will depend on your bank’s processing time.

The time it takes for the money to appear in your account depends on the transfer method you chose when adding funds.

If you use Instant Bank Transfer, the transaction is made through Open Banking and the money usually appears in your account almost immediately or within a few minutes. If you use a traditional bank transfer (Regular Bank Transfer), the timing will depend on your bank’s processing and it may take up to several business days to be reflected in your account. It is important to bear in mind that your bank may apply its own fees or conditions for making this type of transfer. These possible fees depend exclusively on the bank from which the funds are sent and Travel Money Card has no control over or responsibility for them.

If the money does not appear in your balance after the estimated time, we recommend that you contact customer service so they can help you review the transaction.

You can add new currencies to your Travel Money Card account from the Balances section or directly from Overview.

Option 1: From Balances

• Go to the Balances tab in the main menu.
• Click Manage.
• Select the currency you want to add to your account.
• Click Save to save the changes.

Option 2 (faster): From Overview

• You can also add a new currency directly from the Overview page.
• In the section where your currency balances appear, click Manage (Add or remove currencies).
• Select the currency you want to add.
• Save the changes.

Once added, the new currency will appear in your account and you will be able to receive funds, make exchanges or use it for card payments, as applicable.

Click the ... icon located in the upper right-hand corner of the screen and then click Exchange.

Select the balance from which you want to convert the currency and the balance to which you want to convert it.

Enter the amount you want to convert, click Continue, review the conversion information and click Confirm.

To request a refund of the money you have in your account, you must contact the support team.

You can do so by calling our customer service team on XXX XXX XXX or by sending an email to support@changegroup.com. Our support team will review your request and indicate the steps to follow.

A balance is a space within your account where your funds are kept and organised. Each balance can be associated with one or more currencies and allows you to manage your money in a more orderly way within your Travel Money Card account.

Balances allow you, for example, to:

• Hold money in different currencies.
• Separate funds for different uses or people.
• Control from which balance card payments or spending are made.

Your account always has a main balance, and from it you can create other additional balances to better organise your funds and/or assign a budget to each one.

To create a balance in your account:

• Go to the “Balances” page.
• Select “Create Balance”.
• Choose Individual Balance.
• Select the person on the account to whom the balance will be assigned.
• Select the Parent Balance (main balance on which it will depend).
• Choose the currencies available for that balance.

You can have several levels of balances to better organise the funds within the account.

To transfer money between balances:

• Go to the “Balances” page.
• Click “View” on the balance from which you want to move money.
• Select “Internal transfer” from the three-dot menu.
• Choose the balances between which you want to transfer money.
• Enter the amount you want to transfer.

If you have the payment functionality enabled, you can also carry out this operation from the “Payments” page by selecting “Internal transfer”.

You can change the balance from which your card draws funds by following these steps:

• Go to the “Cards” page.
• Select the card you want to modify.
• In the card menu, the balance from which funds are currently being used will appear.
• Select that balance and click “Assign card to new balance”.
• On the next screen, you will be able to assign the card to another existing balance or create a new one.

To see which balance your card is using funds from:

• Go to the “Cards” page.
• Select the card.
• A panel will open on the right-hand side of the screen.
• In the “Balances and spending limits” section, you will be able to see the balance from which the card is using funds.

To create a card, follow these steps:

• Log in to your account.
• Go to the “Cards” section in the menu on the left.
• If you use the mobile app, this option will appear at the bottom of the screen.
• Click “+ Create card” at the top of the screen.
• Follow the instructions to complete the creation of the card.

To view your card details, follow these steps:

• Log in to your Travel Money Card account.
• Go to the “Cards” section in the side menu.
• Select the card you want to review.

When you select the card, a panel will open on the right-hand side of the screen where you can view the information and the options available for your card.

From this panel you can:

• Temporarily pause the card.
• View the card PIN.
• Check the available balance and linked currencies.
• Configure spending limits.
• Block ATM withdrawals.
• Reset the PIN if necessary.
• Cancel the card.
• View the transaction history.

This panel also allows access to the card settings through the “Review card settings” option, where you can manage different settings related to its use.

If you need to see the full card number, expiry date or CVV code, click “Card details”. For security reasons, the system will ask you to enter a verification code that you will receive by SMS before showing this information. This helps protect your card details and prevent unauthorised access.

Only the designated cardholder can view their PIN.

To view it, follow these steps:

• Go to the “Cards” page.
• Select the relevant card.
• A panel will appear on the right-hand side.
• Below the card image you will find the “View PIN” option.
• To view the PIN, you will need to enter the code we send you by SMS.

You can change your PIN from the “Cards” page in your account. Click on your card and select “Review card settings” at the bottom of the menu. In the next menu, select “Reset PIN” and enter your new PIN.

Once you have changed your PIN online, you will need to go to an ATM to confirm the change. To do this, you will need to check your balance or make a withdrawal.

You can set your card spending limits from the Cards section of your account.

To do so:

• Go to the “Cards” page.
• Select the card for which you want to set limits.
• A panel will open where you can manage the card settings.
• Enable the “Activate limits on this card” option using the slider.
• Once activated, you will be able to define the limit amount and the period to which it will apply.
• Do not forget to click “Save” to save the changes.

You can set different types of spending limits depending on the period you prefer:

• Daily – the limit resets every day at 00:00 UTC.
• Weekly – the limit resets every Monday at 00:00 UTC.
• Monthly – the limit resets on the first day of each month at 00:00 UTC.
• Lifetime – the limit does not reset automatically.

Yes. You can also set a maximum amount for each individual transaction.

This limit works independently of the card’s general spending limit. This means that no transaction can exceed the defined maximum amount, even if the daily or monthly limit has not yet been reached.

Yes. From your card settings you can manage different security settings.

This includes the possibility of blocking the use of the card at ATMs, thus preventing cash withdrawals.

Pausing a card allows its use to be temporarily blocked by reducing the usage limits to zero. When a card is paused:

• Payments cannot be made.
• ATM withdrawals cannot be made.
• No new transactions can be made.

The card can be reactivated later if the customer decides to use it again, and the usage limits must be modified.

Cancelling a card means deactivating it permanently.

Once cancelled:

• The card can no longer be used.
• It cannot be reactivated.
• If you need to continue using the service, you will have to request a new card.

The main difference is that pausing a card is a temporary action, whereas cancelling it is permanent.

• Pause card: temporarily blocks its use and it can be reactivated later.
• Cancel card: permanently deactivates the card and it can no longer be used.

• Go to the “Cards” page.
• Select the relevant card.
• In the right-hand panel you will find the option “View transactions for [card name]”.
• This will open the “Transactions” page, filtered to show only the transactions for that card.

An individual card is valid for 4 years from the moment it is requested.

A recipient is the person or company to whom you want to send money from your Travel Money Card account.

In order to make a transfer, you must first create and save the recipient in your account by entering their bank details (for example, the IBAN or other information required depending on the country to which you are sending the money).

This step is necessary because the platform needs to have the beneficiary’s details recorded before it can process a payment. Once the recipient has been added, you can easily select them when making a transfer from the “Payments” section.

To add a recipient to your account:

• Go to the “Recipients” page.
• Click “+ Add recipient”.
• Enter the recipient’s details.
• The bank details requested may vary depending on the country to which you are sending the money.
• You can also add the recipient’s email address so they receive a notification when the payment is sent.

For security reasons, before completing the process you will be asked to verify the recipient by means of two-factor authentication.

You can manage your recipients from the “Recipients” page.

To do so:

• Go to “Recipients”.
• Select the recipient you want to modify.
• From the menu you can edit some details, such as the reference or email address. Please note that some details cannot be modified. In those cases it will be necessary to delete the recipient and add them again.

To make a payment:

• Go to the “Payments” page in your account.
• Select the “Make a single payment” option.
• If you already have a saved recipient, you will be able to select them.
• If not, you will be able to create a new recipient during the process.
• The payment can be made:
• using funds from your account balance
• or by funding the payment by bank transfer

Once the payment order has been placed, you will receive a confirmation by email.

Our goal is to process your payment on the same day we receive the funds.

Depending on factors such as:

• the payment currency
• the time it is made
• the value date

the recipient may receive the funds within up to three business days.

If you wish to confirm the exact timeframe for a specific payment, you can contact our support team.

Yes. Payments through the Faster Payments system are made through Equals Money UK Limited, a subsidiary of Equals Group Limited. Equals Money UK Limited is authorised and regulated by the Financial Conduct Authority (FCA) to provide payment services (FCA No. 504547).

You can view all your transactions on the “Transactions” page of your account. Transactions are displayed in date order, with the most recent at the top.

Each transaction includes information such as:

• Description – name of the merchant or beneficiary and the transaction status.
• Name – person who made the payment from the account.
• Balance – balance from which the amount was debited.
• Type – type of transaction (for example: Payment, Deposit, Exchange, Card, Fee).
• Amount – transaction amount and currency used.

You can filter transactions using the filter icon in the upper right-hand corner of the “Transactions” page.

It is possible to filter them by:

• date
• transaction status
• transaction type
• balance

You can also search for transactions by entering the name of the merchant or beneficiary in the search bar.

Transactions may appear with different statuses:

• Pending: The transaction has not yet been fully processed.
• Complete: The transaction has been completed successfully.
• Declined: The transaction was rejected.
• Funds required: The operation is pending until funds are added.
• Needs approval: The transaction requires approval before it is completed (if this control is enabled on the account).

Transactions usually appear on the “Transactions” page within seconds of being made, for both payments and card transactions.

Yes. You can download a statement or an activity report from the “Transactions” page.

To do so:

• Go to “Transactions”.
• Click the download icon in the upper right-hand corner of the screen.
• Select the type of report and the period you want to download.

Once the download has been requested, you will receive an email with a link to access the report. Statements can be downloaded in PDF or CSV format.

Please note that same-day transactions cannot be downloaded until the day has ended, so only transactions recorded up to the previous day will be available in the report.

Currency alignment is the process by which the system uses funds from other currencies to complete a payment when there is not enough money in the payment currency.

For example: If you make a payment in GBP and do not have enough balance in GBP, but you do have enough in EUR, the system can automatically convert part of your euros to complete the transaction.

Currency alignment is available for the following currencies: GBP, EUR, USD, AED, AUD, CAD, CHF, DKK, HKD, HUF, JPY, NOK, NZD, PLN, SEK and ZAR.

If you make payments in other currencies such as CZK, ILS, RON, SGD or TRY, you must have a balance in that currency.

If you use your Travel Money Card to make a payment in a currency that is not one of the currencies available on your card, the system will automatically carry out a conversion from your account’s base currency to complete the payment.

If there is not enough money in the base currency to cover the transaction, the system may use available funds in other compatible currencies in your account to complete the amount through the currency alignment process.

This means that the system can automatically convert money from one or more available currencies in your account in order to make the payment.

You can activate currency alignment from the balances section of your account.

To do so, follow these steps:

• Go to the “Balances” page in your account.
• Click “View” on the balance you want to manage.
• Go to the “Manage” tab.
• Enable the “Currency alignment” option using the relevant toggle.

Please note that this function is not available for the main balance (Account Balance), but only for additional balances that you have created within your account.

Once this function is activated, the system will be able to use funds from other currencies available in your account to complete a payment when there is not enough balance in the currency in which the transaction is being made.

If currency alignment is not activated and there is not enough balance in the payment currency, the transaction may be declined.

Yes. You can add your Travel Money Card to Google Pay from your wallet app by entering the card details.

• Go to the Card tab and click on the card you want to add to your wallet.
• Then click Card Details in the panel on the right.

In the Google Pay app on your phone:

• Click the + icon.
• Click Add a card at the bottom of the screen.
• Select Debit or credit card.
• Click Enter details manually at the bottom of the screen.
• Enter your Travel Money Card details.
• Accept Google’s Terms and Conditions.

Yes. You can add your card to Apple Pay from the Travel Money app by selecting the card and pressing “Add to Apple Wallet”.

• Go to the Card tab and click on the card you want to add to your wallet.
• Then click Card Details in the panel on the right.

In the Apple Pay app on your phone:

• Click the + icon to add your card.
• Select Debit or Credit Card.
• Click Continue.
• Select Enter card details manually at the bottom of the screen.
• Enter your card details.
• Click Next in the upper right-hand corner of the screen.

Accept Apple’s Terms and Conditions.

Yes. You can use both Apple Pay and Google Pay at any merchant that accepts contactless payments with the Apple Pay or Google Pay symbol.

If you pause your card, you will not be able to make payments with Apple Pay or Google Pay, as the card is blocked for all transactions.

If you request a new card, you will need to add it to your phone wallet again.

To add a profile photo to your own account, click on the name that appears at the top of the account. It will be your name if you are an individual customer, or the name of your organisation.

Then select “My details”. The first option in the list that appears will allow you to upload an image. This image will appear next to your name on the “People” page.

To add an image to your organisation, click on the name of your organisation at the top of your account and then select “Account settings”. Choose the “Business details” option to add an image, such as a logo.

To change an address, including a delivery address:

• Click on the name that appears at the top of your account page. It will be your name or the name of your organisation.
• Select “Account settings” from the options that appear.
• Select “Addresses”.
• Here you can delete or add an address.

Request the email change by sending an email to support@changegroup.com.

Request the mobile number change by sending an email to support@changegroup.com.

Request any change to marketing communications by sending an email to support@changegroup.com.

You can choose a dark or light theme for your Travel Money account.

Follow these steps to change the theme:

• Click on the name that appears at the top of your account page. It will be your name or the name of your organisation.
• Select “My details”.
• One of the options on this page will allow you to switch between dark theme and light theme. This only affects your own page.

If you can access your account, you can change your password from within your account by following these steps:

• Click on the name that appears at the top of your account page. It will be your name or the name of your organisation.
• Select “My details”.
• Choose “Password” and follow the instructions.

If you cannot access your account, click “Sign in” and then select “Can’t log in to your account”. You will need to enter your email address and we will send you a link so you can create a new password.

Whenever you log in, make sure you are accessing our site https://app.changegroup.com. Sometimes fraudsters try to impersonate this page using very similar URLs that rank on search engines.

Request the closure of your account by sending an email to support@changegroup.com.

A reverted transaction occurs when a card transaction is initiated but cancelled before the merchant charges the money.

In this case:

• The amount initially appears as pending.
• The transaction is cancelled.
• The money becomes available again in your account.

A pending transaction means that the operation has been initiated, but has not yet been completed or confirmed by the merchant or the payment system. This may happen, for example, when:

• You have made a card payment and the merchant has not yet completed the charge.
• A currency conversion is being processed.
• A payment or deposit has been initiated but has not yet been completed.

While the transaction is pending, the amount may appear reserved in your account until the operation is completed or cancelled.

When the merchant or the system completes the process, the transaction will automatically change to Complete status or the amount will be released if the operation is not completed.

A declined transaction means that the payment could not be made and the amount has not been charged to your account.

This can happen for different reasons, such as:

• There is not enough available balance.
• A card spending limit has been reached.
• The card is paused or blocked.
• The merchant or the payment system has not been able to authorise the operation.

When a transaction is declined, no charge is made to your account and you will be able to try to make the payment again once the problem has been resolved.

You must contact Travel Money Card customer service through the following channels:

• Phone: You can call our customer service team for direct assistance on XXX XXX XXX.
• Email: You can also contact us by sending an email to support@changegroup.com for queries or requests that do not require immediate attention. Our team will review your request and get back to you as soon as possible.

To report any type of fraud or suspected fraud, you must immediately contact Travel Money Card customer service by calling XXX XXX XXX.