Using a prepaid card for your direct payment
A prepaid card is a payment card that can be used to pay for the support and services agreed in your direct payment support plan.
Money is added to the card every 4 weeks, or in line with your support plan. You can use the card wherever Mastercard is accepted, including in shops, online and over the telephone.
About prepaid cards
Your prepaid card will be set up for you and sent to your home address. This usually takes between 3 and 7 days.
Before you can use the card, you must activate it online or by telephone. Instructions are included when you receive your card.
You will be given a PIN when you activate your card. Your PIN is unique to you and should not be shared with anyone else.
If you need help to manage your direct payment, another person may be authorised to help you manage your prepaid card and direct payment arrangements.
Using your prepaid card
You can use your prepaid card to pay for goods and services included in your support plan.
You can make payments:
- in shops using your PIN
- online
- over the telephone
- by direct debit, standing order and bank transfer
To make a bank transfer, you will need the account number and sort code of the person or organisation you are paying.
You cannot withdraw cash from a cash machine or get cashback when making a purchase.
You can only spend the money available on the card. If there is not enough money on the card, the payment will not go through.
To check your balance, contact EML Customer Services:
Telephone: 0207 127 8160
Managing your prepaid card
If you pay towards the cost of your care and support, you will receive an invoice every 4 weeks.
You do not normally need to send financial returns because spending can be checked through the prepaid card system. You should keep receipts for any goods or services you buy, as spending may be reviewed from time to time.
The money on your prepaid card must be used for the support agreed in your support plan. If money builds up on your card and is not being used, you may be contacted to discuss your direct payment. In some cases, unused money may be reclaimed.
If you no longer want to use your prepaid card, speak to your social worker or local brokerage team. You will normally need to give 4 weeks' notice and return the card.
Problems with your prepaid card
If your card is lost or stolen, contact EML Customer Services as soon as possible. They can block the card to protect the money on it and arrange a replacement. A replacement card is normally issued within 7 days.
If you notice a payment that you do not recognise, EML Customer Services straight away. They can investigate and explain what happens next.
If fraud is suspected, payments may be blocked or stopped while checks are carried out. If you think your card has been used fraudulently or you want to report suspicious activity, contact the PFSL Fraud Team:
Email: [email protected]